We have been planning on a redesign of PowerHomeBiz.com and have contacted a web design firm to do the job. The quote was for a pretty substantial (for a home-based operation, that is) 5-figure amount; but we know that we need to do this. We agreed on the quotation, and waited on the contract to be sent to us so the project can be started.

We waited, waited, and waited. The “I’ll send it to you the next day” stretched to 4 weeks. Then the contract finally came.

By then, we have lost the enthusiasm to work with the said firm. The delay gave us time to think through the price, and fostered in us the fear regarding the timing of the deliverables. What if they say the whole project will be completed in one month, only to turn to one year! Considering that the payment is calculated per hour of work (not on a per project basis), timeliness is critical — I don’t want to pay more because they work slow!

The design firm explained that the delay was caused in part by their efforts to change their legal structure. But as a customer, I really couldn’t care less if the vendor or supplier is changing from C-Corp to LLC or whatever it is they want changed. I want my project done – on time and at the least cost possible.

We have found a new designer, at 1/6 of their price. Too bad that it didn’t work with the first design firm.

The lesson for me? When a customer says YES to a project with you, move fast to seal the deal. It’s not really “Yes” until that customer signs on the dotted line. So when they agree to work with you, make sure you don’t give them time to change their mind. Give them the contract and make them sign on your project.